Podcasts about Goizueta Business School

How do you grow your revenues without upsetting your existing customers?  In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton.  Published by Harvard Business Review Press, the book is called:  The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to each other. You may think your audiences are living on separate islands, but spoiler alert: they're not. They're watching each other, seeing what the other does, and sometimes they don't like it and will move elsewhere.  From Crocs to Prius to the Bud Light fiasco (and yes, even neo-Nazis in New Balance sneakers), this episode pulls no punches. It's a fast-paced, funny, and brutally honest look at why many brands fail to grow—and how you can avoid becoming the following cautionary tale.

Navigating Multiple Customer Segments, Needs, and Expectations  Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does customer segmentation impact how customer experiences are designed?  How can businesses navigate conflicts between different customer groups seeking unique experiences?  In what ways do ideological differences between customers influence brand experience?  Why is it important for companies to continually adapt their customer experience as their customer base grows?  How do influencers impact customer behavior?  Top Takeaways:    Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience.  Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups.  One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind.   As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers.  Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter.  Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy.  Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in!  Quote:    "Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you're managing a whole ecosystem where you need to keep each customer happy."  About:    Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University's Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, is now available on Amazon.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show.  In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trust, customer behaviour, and why people treat AI like it's part of the cast of Friends. Meanwhile, Colin keeps things grounded with real-life examples with his usual “so what?” test. What You'll Learn in This Episode: Why 50% of customers trust companies less when they know AI is involved How AI literacy backfires (the more people understand it, the less they use it!) The subtle “outgroup” bias customers apply to AI systems Why hedonic recommendations (like chocolate) must come from humans How one bad AI interaction can poison the well for all future ones What the hell “personification” means—and why it matters for your brand The surprising emotional tension behind AI adoption (it's empowering and scary) Best Quote from the Episode: “AI isn't human, but customers treat it like it is—and that means it's being judged by human standards. If it screws up once, they'll remember. And they'll blame all AI for it.” – Professor Ryan Hamilton Resources Mentioned This podcast is sponsored by SOCAP International and IA Solutions, who are both as passionate about improving customer experience as we are. SOCAP: https://socap.org/ IA Solutions: https://iacallcenter.com/  Research References: Castelo, Noah, Maarten W. Bos, and Donald R. Lehmann (2019), “Task-Dependent Algorithm Aversion,” Journal of Marketing Research, 56 (5), 809-825. Dietvorst, Berkeley J., Joseph P. Simmons, and Cade Massey (2015), “Algorithm aversion: people erroneously avoid algorithms after seeing them err,” Journal of Experimental Psychology: General, 144, 1, 114. Hermann, Erik, and Stefano Puntoni, (2024), “Artificial intelligence and consumer behavior: From predictive to generative AI,” Journal of Business Research, 180, 114720. Ipsos (2022), “Global opinions about AI – January 2022, https://t.ly/qyyEI Longoni, Chiara, and Luca Cian (2022), “Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect,” Journal of Marketing, 86 (1), 91-108. Puntoni, Stefano, Rebecca W. Reczek, Markus Giesler, and Simona Botti (2021), “Consumers and Artificial Intelligence: An Experiential Perspective,” Journal of Marketing, 85 (1), 131-151. Santoro, Erik, and Benoît Monin (2023), “The AI Effect: People rate distinctively human attributes as more essential to being human after learning about artificial intelligence advances,” Journal of Experimental Social Psychology 107, 104464. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.   Subscribe & Follow   Apple Podcasts Spotify

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show.  In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trust, customer behaviour, and why people treat AI like it's part of the cast of Friends. Meanwhile, Colin keeps things grounded with real-life examples with his usual “so what?” test. What You'll Learn in This Episode: Why 50% of customers trust companies less when they know AI is involved How AI literacy backfires (the more people understand it, the less they use it!) The subtle “outgroup” bias customers apply to AI systems Why hedonic recommendations (like chocolate) must come from humans How one bad AI interaction can poison the well for all future ones What the hell “personification” means—and why it matters for your brand The surprising emotional tension behind AI adoption (it's empowering and scary) Best Quote from the Episode: “AI isn't human, but customers treat it like it is—and that means it's being judged by human standards. If it screws up once, they'll remember. And they'll blame all AI for it.” – Professor Ryan Hamilton Resources Mentioned This podcast is sponsored by SOCAP International and IA Solutions, who are both as passionate about improving customer experience as we are. SOCAP: https://socap.org/ IA Solutions: https://iacallcenter.com/  Research References: Castelo, Noah, Maarten W. Bos, and Donald R. Lehmann (2019), “Task-Dependent Algorithm Aversion,” Journal of Marketing Research, 56 (5), 809-825. Dietvorst, Berkeley J., Joseph P. Simmons, and Cade Massey (2015), “Algorithm aversion: people erroneously avoid algorithms after seeing them err,” Journal of Experimental Psychology: General, 144, 1, 114. Hermann, Erik, and Stefano Puntoni, (2024), “Artificial intelligence and consumer behavior: From predictive to generative AI,” Journal of Business Research, 180, 114720. Ipsos (2022), “Global opinions about AI – January 2022, https://t.ly/qyyEI Longoni, Chiara, and Luca Cian (2022), “Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect,” Journal of Marketing, 86 (1), 91-108. Puntoni, Stefano, Rebecca W. Reczek, Markus Giesler, and Simona Botti (2021), “Consumers and Artificial Intelligence: An Experiential Perspective,” Journal of Marketing, 85 (1), 131-151. Santoro, Erik, and Benoît Monin (2023), “The AI Effect: People rate distinctively human attributes as more essential to being human after learning about artificial intelligence advances,” Journal of Experimental Social Psychology 107, 104464. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.   Subscribe & Follow   Apple Podcasts Spotify

Navigating the Growth Dilemma with Ryan Hamilton   Welcome to the What's Next! Podcast with Tiffani Bova.    I'm thrilled to welcome Ryan Hamilton to the show this week. Ryan is an associate professor of marketing at Emory University's Goizueta Business School. He has consulted on branding with Walmart, FedEx, Home Depot, Caterpillar, ConAgra, Cigna, Visa, and Ipsos, among others, and has been a keynote speaker. He cohosts a podcast, called The Intuitive Customer, which applies the insights of behavioral science to customer experience. He has produced lecture series on both marketing and human decision making for The Great Courses. He is the co-author of a new book, The Growth Dilemma.    THIS EPISODE IS PERFECT FOR…anyone navigating brand growth and customer strategy decisions across evolving markets and customer segments.   TODAY'S MAIN MESSAGE…growth is a natural goal for businesses, but attracting new customers can unintentionally alienate the ones you already have. Ryan calls this the growth dilemma. As you expand your customer base, you risk creating conflicts between different groups of customers, conflicts that can undermine your success. Ryan outlines four kinds of customer conflict and how businesses can better anticipate and manage them before making big moves.   KEY TAKEAWAYS: Growth can backfire if you don't manage customer conflicts Start by maximizing value from existing customers before chasing new ones The four common conflict types are functional, brand image, user identity, and ideological   WHAT I LOVE MOST…Ryan's insight that brands often chase new customers without realizing the conflicts it creates, when the gold might already be in their existing customer base.   Running Time: 27:02    Subscribe on iTunes     Find Tiffani Online: LinkedIn Facebook X    Find Ryan Online: LinkedIn   Ryan & Annie's Book: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they've brought in a special guest: Ben Shaw, Chief Strategy Officer at MullenLowe (and, fun fact, Colin's son). It turns out that years of heated Sunday lunch debates on advertising vs. CX have led to this moment!

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they've brought in a special guest: Ben Shaw, Chief Strategy Officer at MullenLowe (and, fun fact, Colin's son). It turns out that years of heated Sunday lunch debates on advertising vs. CX have led to this moment!

In this episode, host Moira Vetter speaks with Sandy Jap, the Sarah Beth Brown Endowed Professor of Marketing at Emory University’s Goizueta Business School. Sandy shares insights from her book Partnering with the Frenemy, which examines the boundaries of trust in both personal and professional relationships. They talk about the evolution of direct selling and how social media and influencer marketing has changed our relationships with brands.patreon.com/TheMarketingMadMen: https://www.nick-constantino.com/See omnystudio.com/listener for privacy information.

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: https://www.diabolocom.com/  LinkedIn: https://www.linkedin.com/company/diabolocom/ Frederic Durand LinkedIn: https://www.linkedin.com/in/fpdurand/  Collin D. Ehret  LinkedIn: https://www.linkedin.com/in/collinehret/    This is a must-listen if you're wondering: Why most AI deployments stall before takeoff How to avoid drowning in customer data Why your silos are killing your CX And how AI can actually make your human interactions better You'll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: https://www.diabolocom.com/  LinkedIn: https://www.linkedin.com/company/diabolocom/ Frederic Durand LinkedIn: https://www.linkedin.com/in/fpdurand/  Collin D. Ehret  LinkedIn: https://www.linkedin.com/in/collinehret/    This is a must-listen if you're wondering: Why most AI deployments stall before takeoff How to avoid drowning in customer data Why your silos are killing your CX And how AI can actually make your human interactions better You'll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

Jodi Daniels is the Founder and CEO of Red Clover Advisors, a privacy consultancy, that integrates data privacy strategy and compliance into a flexible, scalable approach that simplifies complex privacy challenges. A Certified Information Privacy Professional, Jodi brings over 27 years of experience in privacy, marketing, strategy, and finance across diverse sectors, working and supporting startups to Fortune 500 companies. Jodi Daniels is a national keynote speaker, and she has also been featured in CNBC, The Economist, WSJ, Forbes, Inc., and many more publications. Jodi holds a MBA and BBA from Emory University's Goizueta Business School. Read her full bio. Justin Daniels is a corporate attorney who advises domestic and international companies on business growth, M&A, and technology transactions, with over $2 billion in closed deals. He helps clients navigate complex issues involving data privacy, cybersecurity, and emerging technologies like AI, autonomous vehicles, blockchain, and fintech. Justin partners with C-suites and boards to manage cybersecurity as a strategic enterprise risk and leads breach response efforts across industries such as healthcare, logistics, and manufacturing.  A frequent keynote speaker and media contributor, Justin has presented at top events including the RSA Conference, covering topics like cybersecurity in M&A, AI risk, and the intersection of privacy and innovation. Together, Jodi and Justin host the top ranked She Said Privacy / He Said Security Podcast and are authors of WSJ best-selling book, Data Reimagined: Building Trust One Byte at a Time. In this episode… From a major privacy summit to a regional AI event, experts across sectors are emphasizing that regulatory scrutiny is intensifying while AI capabilities and risks are accelerating. State privacy regulators are coordinating enforcement efforts, actively monitoring how companies handle privacy rights requests and whether cookie consent platforms work as they should. At the same time, AI tools are advancing rapidly with limited regulatory oversight, raising serious ethical and societal concerns. What practical lessons can businesses take from IAPP's 2025 Global Privacy Summit and Atlanta's AI Week to strengthen compliance, reduce risk, and prepare for what's ahead? At the 2025 IAPP Global Privacy Summit, a major theme emerged: state privacy regulators are collaborating on enforcement more closely than ever before. When it comes to honoring privacy rights, this collaboration spans early inquiry stages through active enforcement, making it critical for businesses to establish, regularly test, and monitor their privacy rights processes. It also means that companies need to audit cookie consent platforms regularly, ensure compliance with universal opt-out signals like the Global Privacy Control, and align privacy notices with actual practices. Regulatory enforcement advisories and FAQs should be treated as essential readings to stay current on regulators' priorities. Likewise at the inaugural Atlanta AI Week, national security and ethical concerns came into sharper focus. Despite promises of localized data storage, some social media platforms and apps continue to raise alarms over foreign governments' potential access to personal data. While experts encourage experimentation and practical application of AI tools, they are also urging businesses to remain vigilant to threats such as deepfakes, AI-driven misinformation, and the broader societal implications of unchecked AI development. In this episode of She Said Privacy/He Said Security, Jodi Daniels, Founder and CEO of Red Clover Advisors, and Justin Daniels, Shareholder and Corporate Attorney at Baker Donelson, share their top takeaways from the IAPP Global Privacy Summit 2025 and the inaugural Atlanta AI Week. Jodi highlights practical steps for improving privacy rights request handling, the importance of regularly testing cookie consent management platforms, and ensuring published privacy notices reflect actual practices. Justin discusses the ethical challenges surrounding AI's rapid growth, the national security risks tied to social media platforms, and the dangers posed by deepfake technology. Together, Jodi and Justin emphasize the importance of continuous education, collaboration, and proactive action to prepare businesses for the future of privacy and AI.

Visit thedigitalslicepodcast.com for complete show notes of every podcast episode. Join Brad Friedman and Jonathan Baker as they chat about a topic every business owner needs to think about at some point. Having an exit strategy! Jonathan Baker heads up the M&A practice at Punctuation. He has worked on dozens of deals both inside and outside the industry and brings a unique perspective as a fellow owner who has gone through the process himself. He graduated from Emory University's Goizueta Business School in 2005. His career began working at a small boutique marketing strategy consultancy. There, he was able to do marketing strategy and positioning work for many well-known Fortune 500 CPG companies. In 2011, he left to start a craft brewery, Monday Night Brewing where his focus was on marketing, sales, and taprooms. After helping his business partners grow to 180+ employees and numerous locations, Jonathan stepped away from the day-to-day to head up the M&A practice for Punctuation. He loves cocktails, music, and hiking, and lives in Atlanta with his wife, two kids, and entitled rescue Australian Shepherd, Oscar Snugs. The Digital Slice Podcast is brought to you by Magai. Up your AI game at https://friedmansocialmedia.com/magai

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings.

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings.

First impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right? From real-world business insights to slightly embarrassing personal stories (yes, there's a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold. If you've ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don't want to miss. Best Quote from the Episode: "People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw Key Takeaways: ✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less! ✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made. ✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won't stick around to give you a second chance. ✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks. ✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count. ✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you'll find reasons to confirm it—even if it's not true.

First impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right? From real-world business insights to slightly embarrassing personal stories (yes, there's a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold. If you've ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don't want to miss. Best Quote from the Episode: "People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw Key Takeaways: ✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less! ✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made. ✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won't stick around to give you a second chance. ✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks. ✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count. ✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you'll find reasons to confirm it—even if it's not true.

Justin Soleimani is the Co-founder and Co-CEO of Tumble, a Los Angeles-based company specializing in machine-washable, spillproof rugs designed for modern living. Before establishing Tumble in 2021, he worked as a consultant at Bain & Company, advising clients across various industries. Justin holds an MBA from Columbia Business School and a BA in Economics from Emory University, where he met his Co-founder, Zach Dannett. Under their leadership, Tumble has grown significantly, scaling to high eight-figures in revenue within four years. Zach Dannett is the Co-founder and Co-CEO of Tumble. Before Tumble, he served as the General Merchandise Manager and Buyer & Merchandiser for Outdoor Furniture at Noble House Home Furnishings, LLC and as an Investment Management Associate at BBR Partners. Zach earned his BBA in Finance from Emory University's Goizueta Business School in 2011, where he met his Co-founder, Justin Soleimani. In this episode… Breaking into the ecommerce ecosystem with a physical product — especially a large one like rugs — comes with unique logistical and financial hurdles. From expensive shipping costs to supply chain inefficiencies, many startups fail to develop a sustainable model. How did a product-focused, bootstrapped brand scale successfully without sacrificing profitability? Justin Soleimani and Zach Dannett, experts in DTC product development and operations, tackled this challenge head-on by designing a modular, collapsible rug that's easier and less expensive to ship. Justin and Zach spent over 15 months perfecting their design before launching, focusing on optimizing everything from the product's dimensions to its warehousing footprint. They emphasize the value of focusing on profitability from day one by cutting out unnecessary SKUs, refining your supply chain, and tailoring offerings to fit consumer needs and carrier constraints. In this episode of the Minds of Ecommerce podcast, Raphael Paulin-Daigle interviews Justin Soleimani and Zach Dannett, Co-founders and Co-CEOs of Tumble, about building a nearly nine-figure DTC brand. They share how product-first thinking drove early success using the value of modular design, shipping optimization, and bootstrapping strategies. Tune in for insights on crowdfunding, curated product assortments, and manufacturing challenges.

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really). If you're serious about customer experience, this is an episode you can't afford to miss.

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really). If you're serious about customer experience, this is an episode you can't afford to miss.

In this episode of the Pricing For The Planet Podcast, we have the pleasure of speaking with Vastani Saloni Firasta, professor at Emory University's Goizueta Business School and author of Purpose Driven Pricing. Saloni discusses her journey in pricing and how it intersects with sustainability, offering valuable insights for companies looking to make a real impact on the planet. Saloni outlines the four key stages of sustainability maturity and emphasizes the importance of education, internal alignment, and the critical role of pricing in driving sustainability initiatives without compromising profitability.We explore practical examples, including the concept of Green Premium, societal impact through pricing, and the ways companies can make trade-offs to balance business goals and environmental responsibilities. Saloni also shares powerful real-world examples, such as the transformation of Alazar Park in Cairo, to illustrate the lasting societal benefits of well-thought-out pricing strategies.Follow Saloni on LinkedIn: https://www.linkedin.com/in/saloni-firasta-vastani-4b80121a/ ****Stay Connected with Pricing for the Planet:

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you're not careful, your company could end up hooked on discounting like a bad habit. This episode is packed with insights, humor, and practical advice you won't want to miss! Best Quote from the Episode: "We knew we had a problem when one of the executives said, ‘This is like heroin—we can't stop!'" Key Takeaways: ✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you're not just offering savings—you're training customers to expect them. ✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they're getting a bargain—even if they're not. ✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems. ✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping.  ✅ The Danger of Training Customers If customers know you'll discount every two weeks, they'll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back. ✅ Compete on Value, Not Just Price Apple doesn't run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn't offer them? ✅ Are You a Discount Addict? If discounts are your main strategy, it's time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it's time for a change. Why You Should Listen: This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn't just attract customers—but actually makes money. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you're not careful, your company could end up hooked on discounting like a bad habit. This episode is packed with insights, humor, and practical advice you won't want to miss! Best Quote from the Episode: "We knew we had a problem when one of the executives said, ‘This is like heroin—we can't stop!'" Key Takeaways: ✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you're not just offering savings—you're training customers to expect them. ✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they're getting a bargain—even if they're not. ✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems. ✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping.  ✅ The Danger of Training Customers If customers know you'll discount every two weeks, they'll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back. ✅ Compete on Value, Not Just Price Apple doesn't run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn't offer them? ✅ Are You a Discount Addict? If discounts are your main strategy, it's time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it's time for a change. Why You Should Listen: This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn't just attract customers—but actually makes money. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

The core principles of Revenue Management haven't changed, but the needs of modern Revenue Management teams certainly have. How does our technology need to evolve in order to keep up and adequately support them?Tess McGoldrick is the Senior Vice President for the Travel & Hospitality vertical at Revenue Analytics. In this role, she leads cross-functional teams to develop high-impact products that provide revenue growth for her customers. Having started her career at Revenue Analytics, Tess developed an expertise in Revenue Management from the best in the business.Tess' experience includes ensuring client satisfaction is achieved with all product implementations, from business process improvements to forecast predictions to actionable pricing recommendations. She drives the vision for the following products: N2Pricing (Hospitality), FareVantage (Passenger Rail), and SeniorPricing (Senior Assisted Living), as well as the implementation & ongoing customer success for these customers. Prior to joining Revenue Analytics, Tess graduated from the Goizueta Business School at Emory University with a BBA concentration in Strategy & Management Consulting and Accounting.

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than numbers on a tag—it's a story you tell your customers. Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.) If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you'll love this episode. But be warned: you might never look at a price tag the same way again. Best Quote from the Episode: "The price isn't just a number; it's a conversation you're having with your customer. And if you're not telling the right story, someone else will." — Professor Ryan Hamilton Key Takeaways (But You'll Have to Tune In for the Full Insights!): Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive. Charm Pricing Still Works (But It's Changing) $0.99 vs. $1.00—what's really happening in the customer's mind? The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible. Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers. Price Elasticity: Know Who You're Selling To Some customers care deeply about price changes—others don't. Do you know the difference? Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception. Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense. Why You Should Listen: Whether you're pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it's full of funny stories, practical advice, and a healthy dose of British-American banter. Don't just set prices. Shape perceptions.  About the Hosts:  Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.  Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than numbers on a tag—it's a story you tell your customers. Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.) If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you'll love this episode. But be warned: you might never look at a price tag the same way again. Best Quote from the Episode: "The price isn't just a number; it's a conversation you're having with your customer. And if you're not telling the right story, someone else will." — Professor Ryan Hamilton Key Takeaways (But You'll Have to Tune In for the Full Insights!): Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive. Charm Pricing Still Works (But It's Changing) $0.99 vs. $1.00—what's really happening in the customer's mind? The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible. Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers. Price Elasticity: Know Who You're Selling To Some customers care deeply about price changes—others don't. Do you know the difference? Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception. Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense. Why You Should Listen: Whether you're pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it's full of funny stories, practical advice, and a healthy dose of British-American banter. Don't just set prices. Shape perceptions.  About the Hosts:  Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.  Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they're driving your bottom line. Colin shares a story about his wife Lorraine's coat-return drama and unpacks the emotional disaster it caused (hint: she's not buying from that brand again). Meanwhile, Ryan explains why emotions are “squishy,” why there's no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue. You'll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most. This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line. Best Quote from the Episode: "If I went to the CEO of a company and said, ‘Here's the emotion your customers are feeling: frustration,' do you think they'd say, ‘Yes, that's exactly what we were going for'? Of course not! But if you're not managing emotions, you're leaving them to chance—and that's costing you loyalty and revenue." — Colin Shaw. Key Takeaways: Emotions Drive Customer Loyalty and Spending Emotions aren't just fluffy extras—they're the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it. Most Companies Don't Know What Emotions They're Evoking If you ask your leadership team what emotions they're trying to evoke, you'll likely get different answers—or blank stares. That lack of alignment is a significant problem. Triggers Are Key to Managing Emotions Emotions don't happen by accident. They're triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor's—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions? The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn't just good for customers; it's good for your bottom line. Why You Should Listen: This episode isn't just about theory—it's about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan's insights are backed by decades of research, real-world experience, and a healthy dose of humor. If you're ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you.   Resources Mentioned Emotional Research: https://beyondphilosophy.com/consulting/emotional-signature/ The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they're driving your bottom line. Colin shares a story about his wife Lorraine's coat-return drama and unpacks the emotional disaster it caused (hint: she's not buying from that brand again). Meanwhile, Ryan explains why emotions are “squishy,” why there's no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue. You'll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most. This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line. Best Quote from the Episode: "If I went to the CEO of a company and said, ‘Here's the emotion your customers are feeling: frustration,' do you think they'd say, ‘Yes, that's exactly what we were going for'? Of course not! But if you're not managing emotions, you're leaving them to chance—and that's costing you loyalty and revenue." — Colin Shaw. Key Takeaways: Emotions Drive Customer Loyalty and Spending Emotions aren't just fluffy extras—they're the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it. Most Companies Don't Know What Emotions They're Evoking If you ask your leadership team what emotions they're trying to evoke, you'll likely get different answers—or blank stares. That lack of alignment is a significant problem. Triggers Are Key to Managing Emotions Emotions don't happen by accident. They're triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor's—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions? The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn't just good for customers; it's good for your bottom line. Why You Should Listen: This episode isn't just about theory—it's about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan's insights are backed by decades of research, real-world experience, and a healthy dose of humor. If you're ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you.   Resources Mentioned Emotional Research: https://beyondphilosophy.com/consulting/emotional-signature/ The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow

Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it's the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization. If you're a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can't afford to miss. Quote of the Episode The moment you create a space where everyone feels safe to contribute, that's when the magic happens.” — Gary Keogh Key Takeaways: Learn what it really means to create a workplace where people feel safe and eager to speak openly.  It's not about coddling your team or avoiding accountability. Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it. Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation. The Jeff Bezos Approach: Find out why Amazon's founder speaks last in meetings and seeks out junior team members' perspectives first  Resources Mentioned Contact Gary Keogh:  http://linkedin.com/in/gkeogh  Website: https://gkexeccoaching.com/   About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) about lessons learned the hard way. Whether you're just starting out, mid-career, or considering your next big move, this episode is packed with advice you won't want to miss. The Best Quote from the Episode "If it's going to be, it's up to me. Don't wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw Key Takeaways We're only scratching the surface here—you'll need to listen to the full episode for the stories and deeper insights behind these points! Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater. Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them. Understand Your Strengths: Self-awareness is key—focus on what you're naturally great at, and let that guide your career decisions. Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for? Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations. Why You Need to Tune In Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin's father's game-changing advice about “learning your boss's job” to Ryan's humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you'll want to hear straight from the source. Plus, Colin and Ryan's banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two!

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple's onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively. Quote of the Episode "Habits aren't unbreakable chains; they're shortcuts our brains take to save effort. If businesses want customers to change, they need to guide them gently and reward the new behavior."  Key Takeaways The Habit Loop Habits consist of three components: cue, routine, and reward. Businesses need to understand these elements to create or change customer habits effectively. Transition Requires Support Customers resist change when new experiences are disorienting or unclear. Offering onboarding tools, clear signage, or guidance (like Apple's tutorials or TSA's segmented lines) can ease the transition. Segment Rewards Customers value different rewards. Some prioritize savings, while others value time or convenience. Understanding and tailoring offerings to these preferences can make all the difference. Habits vs. Exploration While habits streamline decision-making, they can inhibit discovery. Striking a balance—like Amazon's recommendation engine—allows businesses to support habitual purchases while encouraging new ones. The Power of Familiarity Familiarity offers comfort and efficiency, making it a strong motivator for customers. Businesses need to weigh the risks of disrupting established habits against the potential benefits of change. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow Apple Podcasts Spotify If you enjoyed this episode, don't forget to leave us a review and share it with your network. For more insights and resources, visit Beyond Philosophy and subscribe to never miss an episode of The Intuitive Customer!

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode “Perception is reality, especially in customer experience. Customers' feelings about the broader world—not just your product—shape their choices.” Key Takeaways Economic Uncertainty Is Emotional: Confidence, a powerful emotion, drives customer behavior. Economic stability is less about the numbers and more about what customers feel about the economy.n Tariffs and Customer Choices: Tariffs create unintended consequences for customer experience, from higher costs to reduced competition and choice. Policies that seem disconnected from customers often have profound impacts.n The Shift in Search Behavior: AI tools like ChatGPT are reshaping how customers find answers, creating new challenges and opportunities for businesses to differentiate themselves in an AI-driven landscape.n AI Projects Must Prove Value: Without clear goals and success metrics, AI initiatives risk failure. Businesses must align AI with tangible improvements in customer experience.n Customer-Centricity Trumps Technology: A customer-first culture remains essential. Advanced technologies, including AI, will only deliver value when built on a foundation of empathy and understanding. Links Mentioned in the Episode Forbes article by Adrian Swincoe: https://www.forbes.com/sites/adrianswinscoe/2024/12/17/15-customer-experience-predictions-for-2025/  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

  Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin's personal experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions. From high-pressure situations to unnecessary upsells, the hosts provide insights into recognizing when you're being overcharged and how to protect yourself. Along the way, they share actionable tips for consumers and lessons businesses can learn to build trust and transparency with their customers. Key Takeaways Red Flags of Being Ripped Off: Urgency and High Demand: When time is short, and demand is high, you're more likely to encounter inflated prices. Irrelevant Questions: Excessive or unrelated inquiries can signal attempts to upsell or gauge your lack of expertise. Upselling Early: If a provider pushes additional services before addressing your core issue, proceed cautiously. Manipulative Sales Tactics: Techniques like “calling the manager” or creating false scarcity are designed to wear you down. Unease: Trust your gut—if something feels off, it probably is. Power Dynamics and Information Gaps: Service providers often have the upper hand in terms of expertise and resources, which can lead to exploitation. Customers should ask detailed questions, break down costs, and research to close the information gap. Lessons for Businesses: Transparency and honesty foster long-term trust and customer loyalty. While exploiting urgency or knowledge gaps may yield short-term gains, it damages reputation and drives customers away. Practical Tips for Consumers: Avoid rushed decisions and gather multiple quotes when possible. Demand clarity on costs and don't hesitate to negotiate. Recognize manipulative tactics and assert your rights as a customer. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI.  Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: Both hosts underscore how community support during tough times can be mirrored in the business world, where fostering a sense of community can strengthen customer loyalty. Communication & Transparency: Ryan shares insights on the role of clear communication in managing customer expectations and protecting processes. It's not just about better ideas; it's also about maintaining trust. Balanced Approach: Colin and Ryan advocate for a balanced customer experience strategy that combines quantitative measures with a focus on emotional and behavioral insights, and a mix of human interaction with technology. AI and the Hype Trap: Colin warns against getting swept up in the AI hype. While AI holds great promise, organizations should prioritize strategic, integrated implementations over rushing to adopt the latest tools About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience; Shaw is a sought-after keynote speaker.  Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

Lynne Segall, Emory University's Goizueta Business School, LIVE from the 2024 GNFCC BOLD Women’s Leadership Summit (North Fulton Business Radio, Episode 822) In this live remote interview, host John Ray speaks with Lynne Segall, an associate professor at Emory University’s Goizueta Business School, at the 2024 GNFCC BOLD Women’s Leadership Summit. Lynne discusses the importance of […] The post Lynne Segall, Emory University's Goizueta Business School, LIVE from the 2024 GNFCC BOLD Women’s Leadership Summit appeared first on Business RadioX ®.

Lynne Segall, Emory University's Goizueta Business School, LIVE from the 2024 GNFCC BOLD Women’s Leadership Summit (North Fulton Business Radio, Episode 822) In this live remote interview, host John Ray speaks with Lynne Segall, an associate professor at Emory University’s Goizueta Business School, at the 2024 GNFCC BOLD Women’s Leadership Summit. Lynne discusses the importance of […]

On this episode of Deans Counsel, moderators Ken Kring and Dave Ikenberry speak with Gareth James, who became the John H. Harland Dean of Emory University's Goizueta Business School in July 2022. Renowned for his visionary leadership, statistical mastery, and commitment to the future of business education, James brings vast and versatile experience to the role. His collaborative nature and data-driven scholarship offer fresh energy and focus aimed at furthering Goizueta's mission: to prepare principled leaders to have a positive influence on business and society. James joins the Goizueta family from the USC Marshall School of Business where he served in a multitude of pivotal roles. While interim dean (2019-2020), he led the school's COVID-19 response. He served as vice dean of faculty, as well as deputy dean (2020-2022), a position created to retain him at school-level leadership.All of that academic leadership experience combined with his work as a noted researcher, James is well-versed on such subjects as:• The changes afoot in business school education• Integrating MS into an MBA program• Using a portfolio approach to revenue management• A data-inspired approach to changeLearn more about Gareth James.Comments/criticism/suggestions/feedback? We'd love to hear it. Drop us a note.Thanks for listening.-Produced by Joel Davis at Analog Digital Arts--DEANS COUNSEL: A podcast for deans and academic leadership.James Ellis | Moderator | Dean of the Marshall School of Business at the University of Southern California (2007-2019)David Ikenberry | Moderator | Dean of the Leeds School of Business at the University of Colorado-Boulder (2011-2016)Ken Kring | Moderator | Co-Managing Director, Global Education Practice and Senior Client Partner at Korn FerryDeansCounsel.com

Max Mayblum is on a mission. When his aunt received a cancer diagnosis, his family moved - literally to provide her care. Max saw the impact her illness had on his family and was driven to make a difference. He thought there has to be a way for family members who provide care for loved ones to have access to some resources. He was right. Mayblum, a Emory University, Goizueta Business School graduate founded Givers because of the direct care worker shortage that exists. Givers seeks to ease that burden. His program finds state programs to hire, support and pay family caregivers. His company now employs six and has helped thousands of families. Max is part of the Forbes 30 under 30 class and he did share his plans for Givers with his aunt before her death.

From Barbie to Dove and Dasani to Sephora, brands are constantly shifting to reflect their markets and make their customers feel seen. Emory University's Goizueta Business School Professor Omar Rodríguez-Vilá joins to discuss the power of brand inclusivity, how to serve the needs of historically underrecognized communities, and what sets inclusive brands apart. We'll also talk about integrating diversity and inclusion into marketing strategies, ensuring these efforts foster long-lasting connections rather than fleeting trends.  Omar serves as a professor in the practice of marketing at Goizueta. He has 13 awards for teaching excellence, including six as Core Professor of the Year, and most recently, the Provost Excellence in Teaching Award. He has also shared his wealth of experience and expertise in leading media outlets, including the Harvard Business Review, Forbes, and Ad Age.  The Basics: What Defines an Inclusive Brand? Omar begins by defining inclusive brands as those intentionally attuned to the needs of historically underrecognized communities. He explains how companies should first determine the role of inclusion by assessing the diversity of their customer base and identifying any whom they are not serving well.   He uses the story of Gillette vs. Bevel in the razor industry as a way to highlight how a singular focus on innovation—specifically, increasing the number of razor blades - led to suboptimal outcomes and the underserving of Gillette's consumers with wavy hair.  He also highlights best practices in building inclusive brands, using Dove and Barbie as leading examples.    The Beauty of Inclusivity Practices Omar encourages companies and managers to conduct an assessment to calculate their "inclusion maturity score" and discuss what changes are needed to be more inclusive in serving diverse customer segments. He discusses BRIDGE IMAX, the industry-first framework for operationalizing inclusion and driving growth. He explains how Sephora, whose score was “off the charts”, reflects their inclusive practices across stores, products, culture, and community engagement. His findings suggest that both diversity and inclusion increase engagement, with inclusion having a significantly stronger effect.  Understanding the Inclusion Opportunity Omar focuses on the importance of understanding the size of the "inclusion market" - the opportunity to serve diverse customer segments that may be underrepresented in a company's current customer base. Datasets are a critical piece of the puzzle in order to make a stronger business case for investing in inclusive practices.  Approaching Inclusion Effectively The framework for success in inclusivity is seen through understanding the market. Omar suggests understanding the composition of your customer base and identifying underserved groups. This will allow the brand to serve the market by creating innovative products and services to meet these needs. Lastly, Omar encourages listeners to show up authentically in the market.  Transformational Potential While embracing diversity and inclusion requires effort, the potential benefits are vast and impactful. Omar encourages brands to explore how these principles can reshape their market approach, potentially redefining their competitive position in the market.  Omar emphasizes that embedding diversity and inclusion into your market strategy isn't just a trend—it's a transformative effort akin to adopting new technologies. Companies that integrate these principles effectively are poised to gain a competitive edge by better resonating with and serving diverse markets.  Diversity and inclusion are not just moral imperatives but also clear business advantages. Customers view diversity as fundamental, influencing brand loyalty and differentiation in profound ways.  For those inspired to learn more, visit Goizueta's Business & Society Institute for additional resources and information on the intersection of business with inclusive economies, racial justice and climate.  For more insights to equip you with the tools and perspectives to excel in your career, subscribe to the Goizueta Effect podcast.  You can also read more about Omar Rodríguez-Vilá's work at Serving Markets: Inclusive Brands Stand to Benefit - EmoryBusiness.com How Inclusive Brands Fuel Growth (hbr.org)  

In this episode, we are joined by Steven Culler to dive into the intricate landscape of healthcare in the United States where business, policy, and patient outcomes intersect. Join us as we demystify healthcare financing models and uncover the hidden fallacies within U.S. healthcare. Understanding US Healthcare and Common MisconceptionsUnlike Canada and European countries, the United States has a unique multi-payer system where coverage varies based on factors such as age and employment status. Steven Culler shares personal anecdotes, illustrating the challenges of navigating network care, and the significant financial implications of medical emergencies. The conversation explores the misconceptions people have about their insurance coverage, especially the belief that employer-provided insurance is always reliable.  Navigating Healthcare Using Data to Make Informed DecisionsMonique and Steven discuss the critical role of measuring healthcare outcomes to enhance patient care. Steven highlights disparities in healthcare quality across hospitals and stresses the need for patients to access accurate information when making healthcare decisions. The conversation advises listeners to educate themselves on their health insurance policies before needing them. Steven introduces resources like hospital comparison tools to help patients make informed choices about where to seek care, emphasizing the importance of understanding potential financial risks. He also shares strategies for preparing for healthcare emergencies, including knowing family health history and local hospital ratings. Looking AheadSteven envisions a future where better data collection and transparency in healthcare outcomes can lead to more informed decisions by patients and improvements in overall healthcare quality. He discusses potential policy changes and the role of third-party payers in guiding patients to better care. Join us for an insightful conversation that unravels the complexities of the U.S. healthcare system, offering valuable advice for navigating your health insurance and making informed healthcare choices.

A CMO Confidential Interview with Lynne Segall, Associate Dean at the Goizueta Business School at Emory University, formerly the Director of Talent and Organization Offering Development at Accenture. Lynne discusses the importance of students learning technical and theoretical skills along with the "harder to teach" softer skills like "how to get stuff done," the differences between Millennials and Gen Z, and why core conceptual classes still matter. Key topics include: why experiential learning is so important but so hard to teach; why she pushes students to "fully define the problem" to be solved; and some of the barriers slowing development of new b-school curricula. Tune in to hear why "good showmanship" can't cover up poor thinking.#CMO #BusinessPodcast #MarketingSuccess #LeadershipDevelopment #MarketingTechniquesCHAPTERS:0:00 - Intro0:40 - Lynn Seagull Introduction1:40 - Are B-Schools Keeping Up with the Market Trends5:20 - Lynn's Business Classes11:00 - Showmanship in Business12:22 - Business Schools: Teaching "C" Skills Over Functions17:28 - Evaluating Leadership Skills18:08 - Desired Business School Curriculum by Companies19:58 - Gaps in Business School Education21:50 - Scaling Business Education26:26 - Experiential Learning in Business31:40 - Practical Advice for Business Students32:10 - Practical Career Advice32:35 - Funniest Business Story35:22 - Sign OffLinkedin: CMOConfidentialSpotify: https://open.spotify.com/show/1MzXYx0wRB3thgZitlfJoS?si=406b1b98eca6470fApple Podcast: https://podcasts.apple.com/us/podcast/cmo-confidential/id1668226567Subscribe to the CMO Confidential Newsletter for Exclusive Content: https://cmoconfidential.substack.com/Lynne Segall: https://www.linkedin.com/in/professor-lynne-segall/https://goizueta.emory.edu/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Let's start the week by having Cameron Pimm and listening to his success in the multifamily space! Cameron joins us to share his journey from acquiring to self-managing his first deal, how he mastered building connections with brokers, and the value of communication in exiting a deal.Key Points & Relevant TopicsThe biggest challenges of self-managing a deal with partnersApproaching investors for the first deal and how to gain their trustWhy it's important to collaborate with brokers and get to know themCameron's exit strategies and the things he considers when looking for a potential buyerA significant advice for underwriting a dealResources & LinksApartment Syndication Due Diligence Checklist for Passive InvestorAbout Cameron PimmCameron Pimm is a multi-family and commercial real estate professional with experience spanning across the spectrum of real estate investment encompassing acquisitions, debt and equity structuring, asset and property management, and dispositions. Cameron's experience prior to starting Stonemark Landings includes co-founding successful real estate investment companies focusing on repositioning undervalued multifamily assets and acquiring in-town commercial properties. He has also worked for industry leaders to oversee portfolios of multifamily assets for institutional and private clients, direct the operations of a portfolio of shopping centers throughout the Southeast, and consulting for the Governor of Tennessee on the highest and best uses for state owned real estate. Mr. Pimm earned a Bachelor of Business Administration degree from Goizueta Business School of Emory University with focuses in Real Estate, Management, and Marketing. Get in Touch with CameronWebsite: https://stonemarklandings.com/ / https://urbanlandings.com/ LinkedIn: Cameron PimmTo Connect With UsPlease visit our website www.bonavestcapital.com and click here to leave a rating and written review!

Climate change is real and it's worsening. Goizueta Business School's Wes Longhofer and Cameron Bard join to discuss the business imperative for carbon neutrality – and how human creativity, technological progress, and a strong commitment to a sustainable future can drive us toward net zero. There's no escaping it – climate change is real and it's worsening. 2023 was by far the warmest year on record, and 2024 is predicted to be even hotter, marking 10 years of consecutive increases. Last year, ocean warming broke records, Arctic sea ice dropped to a record low, and climate-related disasters caused damages exceeding $92 billion dollars.  Wes Longhofer and Cameron Bard of Emory University's Goizueta Business School join to discuss the role that business can and should play in helping our society transition to carbon-free sources of energy. We unpack the need for truly innovative large-scale ideas and investments, opportunities within developed and developing countries, global threats, and the challenge of pursuing clean energy initiatives while also respecting other environmental and social justice concerns.    Wes Longhofer is an associate professor of organization and management and the executive academic director of the Business & Society Institute at Goizueta. His research on climate change and energy systems has been featured in the Washington Post and Nature. He also serves on Emory's Climate Research Initiative Task Force, as well as Emory's Sustainability Visioning Committee.  Cameron Bard is a student in Goizueta's Full-time MBA program. He serves as the President of the Goizueta Energy and CleanTech Association and is a Social Enterprise Fellow focusing on climate and sustainability. Post-graduation, he will work for Boston Consulting Group. Outside of class, he volunteers for the Georgia CleanTech Innovation Hub.  Understanding Climate Change Climate change is defined as the long-term alteration of temperature and weather patterns on Earth. Highlighting the pivotal role of human activities, such as the burning of fossil fuels, in these environmental shifts, the conversation points to the direct consequences we're facing: increasingly frequent and severe climate shocks that disrupt the natural balance of our planet.  The Energy Trilemma This trilemma refers to the complex challenge of balancing three critical aspects of energy policy: environmental sustainability, energy equity (affordability), and energy security. It underscores the difficulty of ensuring that future energy sources are not only carbon-free and sustainable to combat climate change but also affordable for communities worldwide and secure from the threats posed by geopolitical tensions and bad actors. In addition, it highlights the interplay between these dimensions in transitioning to a sustainable energy future, emphasizing the need for innovative solutions that address all three aspects simultaneously. Historical Context and Infrastructure Let's look back at monumental projects like the massive hydroelectric dams constructed during the New Deal era, the creation of the interstate highway system in the 1950s, and the achievement of putting a man on the moon. These examples serve to illustrate the ambition and scale of past infrastructural endeavors, providing a benchmark for current efforts to transition to clean energy. However, there were several challenges these projects faced, such as the protests against the interstate highway system due to its impact on neighborhoods and local ecosystems, and the failure of certain dams and nuclear plants because of resistance from affected communities. The discussion suggests a path forward that respects local interests, protects the environment, and shares benefits equitably, aiming for a more thoughtful and comprehensive approach to developing modern sustainable infrastructure. Innovation and FOAK Projects The focus shifts to the importance of innovative ideas and first-of-a-kind (FOAK) projects in spearheading the energy transition. The deployment of advanced nuclear reactors and large-scale battery storage systems showcase how these FOAK projects are pivotal in overcoming the inherent challenges of reliability and storage faced by renewable energy sources, thereby accelerating the path towards a sustainable energy landscape.  The Pursuit of Clean Energy, While Respecting Other Environmental and Social Justice Concerns Specific instances, such as the opposition to the Lithium Americas mine at Thacker Pass in Nevada, illustrate how NIMBYism ("Not In My Backyard") and BANANA ("Build Absolutely Nothing Anywhere Near Anything") mentalities create significant roadblocks to essential renewable energy projects. Additional protests against the construction of wind farms and solar panels are discussed, where local communities' concerns over environmental and aesthetic impacts lead to delays or cancellations. These examples underscore the complex task of balancing the need for clean energy development with respecting local community values and environmental conservation. The conversation highlights the importance of engaging stakeholders early with transparent, inclusive decision-making processes to ensure energy equity and foster broader acceptance of renewable energy initiatives. Role of Businesses Towards Net Zero by 2050 The role of businesses in reaching net zero emissions by 2050 is crucial. By embracing sustainable practices, innovative finance, and investments in clean energy, companies contribute significantly to climate change mitigation and set standards for ethical business conduct. Despite the challenges lying ahead on the path to net zero, a quiet optimism persists, supported by our belief in human creativity, technological progress, and a strong commitment to a sustainable future. It's a significant challenge, yet achievable with the business sector leading the way towards the goal of a net-zero world by 2050, demonstrating the essential balance between economic development and environmental care.  For those inspired to learn more, visit Goizueta's Business & Society Institute for additional resources and information on the intersection of business with climate change, racial justice and inclusive economies. For more insights to equip you with the tools and perspectives to excel in your career, subscribe to the Goizueta Effect podcast.  This episode of the Goizueta Effect was co-created in partnership with MBA students and ClimateCAP delegates Sam Haber, Marco Zgliczynski, and Shweta Agrawal. 

A CMO Confidential Interview with Dr. Daniel McCarthy, Assistant Professor of Marketing at Emory's Goizueta Business School. Dan discusses how marketing has recently taken its knocks, why he created a CLTV class, how companies can start developing their own models, and how customer math can be used to increase marketing accountability. Key topics include: why it is challenging to agree on key modeling variables like acquisition cost; how CLTV can bridge the translation gap between marketers and finance; and why business schools are slow to evolve. Tune in to hear Warby Parker and Wayfair case studies. #customerlifetimevalue #marketing #marketingdata 00:00 Welcome to CMO Confidential: Inside the World of Chief Marketing Officers00:40 Introducing Dr. Dan McCarthy: The Genius Behind Customer Lifetime Value01:38 The Marketing Landscape: Challenges and Changes in the Digital Age03:46 Deep Dive into Customer Lifetime Value (CLV) with Dr. McCarthy06:20 The Practicalities of CLV: From Theory to Application12:20 The Journey of Creating a CLV Course: Inspiration and Impact14:10 The Slow Evolution of Business School Curriculums in the Digital Era18:45 CLV in Practice: Warby Parker Case Study24:56 The Importance of Language and Disclosure in Marketing27:44 Advice for Marketers: Embracing Financial Acumen30:22 Compensation and Accountability in Marketing Departments36:58 Dan McCarthy's Personal Anecdotes and Final ThoughtsLinkedin: CMOConfidentialSpotify: https://open.spotify.com/show/1MzXYx0wRB3thgZitlfJoS?si=406b1b98eca6470fApple Podcast: https://podcasts.apple.com/us/podcast/cmo-confidential/id1668226567See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In marketing and advertising, technological innovations continually reshape how brands engage with consumers. Today, we explore the realm of generative AI images and their potential impact on advertising strategies. Our guest, David Schweidel, the Rebecca Cheney McGreevy Endowed Chair and Professor of Marketing at Emory University's Goizueta Business School, shares insightful research-based perspectives on current possibilities and future trajectories.  The integration of generative AI into advertising marks a profound shift in how brands conceive and execute marketing campaigns. The integration of generative AI into advertising heralds a paradigm shift in how brands conceptualize and execute marketing campaigns. By harnessing the creative potential of AI, businesses can unlock new avenues for audience engagement and brand storytelling. As we navigate this transformative landscape, the synergy between human ingenuity and technological innovation promises to redefine the advertising landscape.